Quality

• Definition of quality: the ability of a product/service to meet customer's expectations -> different customers will have a different perceptions of quality.
• What is quality control?

  Process of ensuring that products/services meet specified requirements and standards.

  ---> this is done by testing a sample of the output against the expected standards at the end of the manufacturing process, any defective units are repaired/rejected.
• 4 advantages of quality control:

  • quality can be monitored
  • stops faulty products reaching the customer
  • common problems can be identified + fixed
  • inspector takes responsibility
• 3 disadvantages of quality control

  • takes responsibility away from operatives -> leads to more faulty products as workers are not responsible for ensuring quality
  • requires specialist staff -> greater costs
  • problems can only be identified at the end of the process -> waste levels may be high
• What is quality assurance: The process of ensuring that the product or service is of a high quality

  -> inspection is carried out during the production process, emphasis is placed on preventing the production of poor quality products.
• 3 advantages of quality assurance:

  • spots any faults early -> saving resources being wasted at the next stage of the production process
  • motivates workers who are responsible for ensuring quality standards are met
  • enhances the reputation of the business as there is less chance of faulty goods reaching the end customer.
• 3 disadvantages of quality assurance:

  • requires staff training and high levels of staff commitment
  • can slow down the production process and labour productivity leading to higher unit costs
  • may demotivate workers who feel under pressure
• What is total quality management? A management approach that focuses on continuous improvement and customer satisfaction, by creating an organisational culture of quality.
• 7 methods of achieving total quality management? (TQM)

  • quality chains
  • empowerment
  • monitoring
  • team work
  • zero defects
  • quality circles
  • benchmarking
• what is benchmarking? (TQM): imitating the standards of an established leader in quality and attempting to better them.
• what are quality circles? (TQM): a team of employees who meet regularly to identify and solve quality problems.
• what is zero defects? (TQM): ensuring that every product manufacured is free from defects
• what is quality chains? (TQM): trying to get every work group/departments to think of those they work for as customers, even if they are fellow employees -> raises standards.
• what is empowerment? (TQM) : giving workers control over the tasks they complete
• what is team work? (TQM): a team is responsible for a production process and the quality of the finished product.
• what is monitoring? (TQM): all activities need to be constantly monitored to ensure that the quality standards are being reached -> everyone must be aware of the targets that have been set
• 3 advantages of improving quality:

  • reduce unit costs
  • enhanced reputation
  • motivated workforce striking to achieve common goals
• 3 disadvantages of improving quality:

  • reluctance of employees to adapt to change/take on additional responsibility -> may become unmotivated
  • requires finance to invest in training + implementing new systems
  • once achieved must be monitored and reviewed regularly to ensure standards are being maintained.